--- sourceDocument: Xanadu Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/customer-service-management Release : - xanadu ft:locale : - en-US ft:publication_title : - Xanadu Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Guided Decisions configuration # Configuring Guided Decisions {#ariaid-title1} * Release version: Xanadu * * Updated August 1, 2024 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Create structured troubleshooting processes for your agents through the ServiceNow® Guided Decisions Experience application. Help your agents solve complex issues in a consistent way. The Guided Decisions Experience application is a tool for authoring and running decision tree flows. A decision tree walks an agent through a troubleshooting process based on a record context. The process asks a series of questions and the agent provides the answers. Based on those answers, the agent receives guidance on the next steps to take in the resolution process. Agents can resolve complex issues faster and more efficiently. For more information, see [Decision trees in Guided decision](https://www.servicenow.com/docs/U9zQYG4OfoIYDzmGr83BuA "Decision trees and guidances enable agents to work through a structured troubleshooting process to resolve customer issues faster and provide standardized resolution."). ## Scenarios for using decision trees {#setting-up-guided-decisions__section_q5s_wzz_szb} Decision trees can help agents resolve the following types of customer issues: * Troubleshoot a faulty device, such as a laptop that doesn't work. Use a decision tree to find the cause and provide a fix for the customer. * Review a refund request. Use a decision tree to determine whether the customer is eligible for a refund, which can include checking for exceptions and creating tasks. * Reset a customer's password. Use a decision tree to walk the agent through the process, such as verifying the customer's identity, trying other options, and, if needed, resetting the password. {#setting-up-guided-decisions__ul_bwx_xnk_ywb} For an example of end-to-end configuration of a decision tree for a specific scenario, see [Example configuration of a decision tree](https://www.servicenow.com/docs/DVp32zO45vNfPzvDMjxBWg "This example demonstrates an end-to-end configuration of a decision tree to help you get started with Guided Decisions. After you configure the decision tree, you can either embed it in a playbook or use it as a recommendation in Recommended Actions."). ## Guided Decisions features {#setting-up-guided-decisions__section_ybz_chh_tzb} * Reuse values in a decision tree by linking inputs in question and guidance nodes. You can also link inputs of a child tree to a parent tree. * Link an activated decision tree to your current decision tree to reuse other decision trees and reduce effort in creating new ones. The linked decision tree acts as a child tree to the current decision tree. * Enable users to edit their responses in the previous question nodes or a guidance node.In a nested decision tree, users can navigate back to the previous node of a parent tree from a child tree. {#setting-up-guided-decisions__ul_zbz_chh_tzb} ## Guided Decisions experiences {#setting-up-guided-decisions__section_ykx_phs_ywb} The Guided Decisions Experience application provides two different experiences for creating and editing decision trees: through the Decision Tree Builder or the Core UI. * Create a graphical diagrammatic representation of nodes and their paths in a troubleshooting process through the Decision Tree Builder. For more information, see [Decision trees in Decision Tree Builder](https://www.servicenow.com/docs/jIGXnOcRPEe4ko8gGqquBg "Configure decision trees using the no-code visual Decision Tree Builder, which provides a canvas for a diagrammatic representation of nodes and their paths in a troubleshooting process."). * Use forms and lists and edit existing decision trees through the Core UI. For more information, see [Decision trees in Core UI](https://www.servicenow.com/docs/2at4qq6B_9NWTE_Pxi9EMA "You can edit decision trees created in Core UI to improve or extend a troubleshooting process."). {#setting-up-guided-decisions__ul_zkf_g3d_21c} ## Setting up the Guided Decisions Experience application {#setting-up-guided-decisions__section_gcv_bms_h5b} As an admin, set up the Guided Decisions Experience application to enable users to create and run decision trees by completing the following setup tasks: * [Install the Guided Decisions Experience application](https://www.servicenow.com/docs/UyrHs21130HRJjaoab7yQA "You can install the Guided Decisions Experience application (sn_ga_exp) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed."). * [Assign roles to Guided Decisions users](https://www.servicenow.com/docs/XoAPj0u0nr5jwsciB_914A#components-installed-with-guided-decisions__section_jym_wrd_ywb) - Use roles to control access to Guided Decisions features and information. * [Install the Recommended Actions application](https://www.servicenow.com/docs/remrGEu0F51cSKwQD9uoXA "You can install the Recommended Actions application (sn_cs_nb_action) if you have the admin role.") - Enables decision trees to be run as recommended actions. {#setting-up-guided-decisions__ul_ewf_gjd_21c} ## Creating and using decision trees {#setting-up-guided-decisions__section_kdl_h5l_nwb} Users with the decision tree author role (decision_tree_author) create decision trees. After creating a decision tree, the decision tree is implemented by adding it to a recommended action, playbook, or Service Portal. For more information, see the following topics: * [Create a decision tree in Decision Tree Builder](https://www.servicenow.com/docs/~vZnJfaXETxaFt6evZ_MXg "Create a decision tree that agents can use to troubleshoot solutions to customer issues.") * [Edit a decision tree in Core UI](https://www.servicenow.com/docs/BUtRCJxwRIkWewZSosF6gQ "Edit a decision tree that you created using Core UI to improve or extend a troubleshooting process.") * [Add Guided Decisions to playbooks](https://www.servicenow.com/docs/gXQFTSFDRvtWi_lnWKB1YQ "Add decision trees created using the Guided Decisions Experience application to a playbook, so customer service agents can work through it to resolve cases more efficiently.") * [Add Guided Decisions to Recommended Actions](https://www.servicenow.com/docs/dHKwkYkEAuwapDUqpidHXQ "Add decision trees created using the Guided Decisions Experience application to Recommended Actions, so customer service agents can work through it to resolve cases more efficiently.") * [Add Guided Decisions to Service Portal](https://www.servicenow.com/docs/RLMAm3ZlXSsD5ZlF9J9mcQ "Create or edit a page to add decision trees to Service Portal so internal users can troubleshoot their issues.") {#setting-up-guided-decisions__ul_atn_jld_21c} Agents interact with decision trees as part of a [recommended action](https://www.servicenow.com/docs/BY0JRLW3Y9XSFN5X8zhFVQ "Use the Recommended Actions application to display relevant actions to agents based on a context of a record or enable agents to perform an AI search to find relevant resources. Agents can quickly and easily take these actions to help customers and resolve their issues.") or as part of a playbook within a record, such as a case. Customers and end-users interact with decision trees on Service Portal. For guided decisions that are added to playbooks, agents can work through the decision trees and complete actions suggested in the guidance as part of a playbook stage or activity. How the agent interacts with the decision tree depends on the playbook configuration. For more information, see the following topics: * [Use Guided Decisions in playbooks to resolve cases](https://www.servicenow.com/docs/GxJ9dG35kfC0DJ1vaW3bZA "As an agent, work your way through a decision tree in a playbook to help troubleshoot a case and get recommendations on the next possible steps in solving the case.") * [Use Guided Decisions in recommended actions to resolve cases](https://www.servicenow.com/docs/lFOUFMHXx30GFx9XWH~SmA "As an agent, work your way through a recommended action of type decision tree to help troubleshoot a case and get recommendations on the next possible steps in solving the case.") {#setting-up-guided-decisions__ul_kmn_3yj_ywb} ## Request apps from the ServiceNow Store {#setting-up-guided-decisions__section_x11_k2d_r4b} Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/bundle/store-release-notes/page/release-notes/store/sn-store-release-notes.html).